Client Support Operations Lead

Solid Recruitment; Brighton; On-site; GBP 45,000 - 55,000; Full time

Benefits offered by this job

Pension scheme

Private medical insurance

Death in Service

Annual leave

Professional development

Job summary

Solid Recruitment in Brighton is seeking a Client Support Administration Manager to lead and develop a 10-15 strong client support team. The role focuses on coaching, performance reviews, and aligning service delivery with regulatory standards.

You will manage workflows, escalate complex enquiries, and drive process improvements across CRM systems and reporting. A solid background in financial services administration and FCA/AML/GDPR familiarity is essential, with a structured, detail-oriented

Qualifications

• Experience in management within client administration or financial services.
• Strong understanding of regulatory requirements (FCA, AML, GDPR).
• Ability to coach, develop and motivate a team.
• Process-driven, highly organized with attention to detail.
• Proficient with CRM and MS Excel; data-driven.

Responsibilities

• Lead and develop a 10-15 person Client Support team.
• Oversee workflows, queues, and capacity planning to optimize response times.
• Handle complex client enquiries and service escalations.
• Improve processes and CRM workflows.
• Monitor KPIs and report insights to management.
• Collaborate with internal teams across the client journey.
• Ensure compliance and audit trail for client interactions.
• Maintain accurate client records and documentation.

Skills

Team leadership

Client administration

Regulatory compliance

CRM systems

Excel

Stakeholder collaboration

Tools

Intelligent Office

Job description

Solid Recruitment in Brighton is seeking a Client Support Administration Manager to lead and develop a 10-15 strong client support team. The role focuses on coaching, performance reviews, and aligning service delivery with regulatory standards.

You will manage workflows, escalate complex enquiries, and drive process improvements across CRM systems and reporting. A solid background in financial services administration and FCA/AML/GDPR familiarity is essential, with a structured, detail-oriented